This document defines response times, scope and mutual obligations for technical support requests and monthly maintenance/support plans. It supplements the Service Agreement.
1. Scope
The SLA covers bug fixing, error investigation, performance and security issues, emergency support, and the monthly Maintenance (Essential, Growth, Business) and Support (Basic, Priority, Dedicated) plans. New features and integrations are quoted separately, though plan hours may be used for small improvements at the Customer’s request.
2. Priority Levels
Critical (P1): store fully unavailable, payments failing or suspected security breach. High (P2): a core function (cart, checkout, admin) is significantly broken. Normal (P3): a defect with a workaround. Low (P4): cosmetic issues, questions, improvement requests. Priority is set by W3 taking the Customer’s report into account.
3. Response Times
Ad-hoc support (no plan): first response within 2 hours for P1, 8 business hours otherwise. Support Basic / Maintenance Essential: P1 4 hours, others 8 business hours. Support Priority / Maintenance Growth: P1 1 hour (24/7 emergency line), P2 2 hours, others 4 business hours. Support Dedicated / Maintenance Business: P1 30 minutes (24/7), P2 1 hour, others 2 business hours.
Business hours are Monday–Saturday 09:00–22:00 (GMT+3). “First response” means an engineer has taken ownership and shared an initial assessment; resolution time depends on the issue and W3 provides regular updates throughout.
4. Plan Hours and Usage
Monthly plans include a fixed number of engineer hours priced at the USD 10/hour campaign rate. Time is logged per task in 15-minute increments and shown in the monthly report. Unused hours roll over for 60 days; work beyond the plan is billed at the same hourly rate after informing the Customer.
5. Maintenance Routine
Under maintenance plans W3 each month: tests and applies OpenCart core and extension updates on staging, applies security patches and runs malware scans, verifies backups and restorability, reviews performance and error logs, and delivers a written report. If updates conflict with the Customer’s customizations, W3 states the time required to resolve them.
6. Exclusions
Issues caused by changes made by the Customer or third parties, unlicensed or nulled extensions, hosting provider outages, external attacks such as DDoS, or blocked access for W3 are not subject to SLA timings and are handled on a best-effort basis within available hours.
7. Customer Obligations
The Customer provides valid credentials, includes URL, screenshots and timing in issue reports, names authorized contacts, and approves restore or maintenance windows within a reasonable time. Periods without access are excluded from SLA timings.
8. Reporting
Each request receives a short report with root cause, action taken and prevention advice; monthly plans additionally receive a monthly report with hours used, updates applied and performance indicators.
9. Service Credits
If W3 misses the committed first-response time on a P1 request, 10% of that month’s plan fee is credited on the next invoice upon the Customer’s request (max. 30% per month). Credits are W3’s sole and exclusive remedy.
10. Term and Cancellation
Plans renew monthly and may be cancelled by written notice before the billing period. Rolled-over hours remain usable until the end of the paid period.